Technical Support Analyst & Customer Service

Orckestra is a team of commerce experts that create modern shopping experiences online and in-store for leading retailers and brands. We’re passionate about the future of retail, and are helping our customers lead by blending digital commerce and physical stores into a new generation of omnichannel experiences.

Under the supervision of the Team Leader, the technical support analyst will be responsible for handling Customer Service and Support requests from clients.

Main responsibilities:

  • Answer first and second level requests (phone calls and e-mails) from clients;
  • Review operational dashboards and system alerts;
  • Document operational procedures in our knowledge base;
  • Ensure proper and regular follow up of assigned client’s requests;
  • Prepare and provide information and documentation to clients;
  • Participate in the integration, configuration and troubleshooting of a variety of issues in accordance with client expectations and SLA intervention time limits and procedures;
  • Add and update configurations of trading partners;
  • Resolve testing and production issues;
  • Deliver results in a timely manner;
  • Ensure proper documentation of requests in identified tools;
  • May be required to perform other related duties;

Skills & competencies:

  • Knowledge of Azure Cloud, SQL Server, TFS and VSTS are assets;
  • Knowledge of .NET or other programming languages (PowerShell);
  • Dynamic and proactive;
  • Strong analytical/critical thinking skills and ability to resolve problems;
  • Focus on customer satisfaction, while keeping the business context in perspective;
  • Organized, structured and attentive to detail;
  • Good sense of priorities and able to adapt to change;
  • Ability to manage multiple requests simultaneously and to work under pressure in a dynamic and stimulating environment;
  • “Sense of urgency”, be able to respond in a timely manner to requests from clients;
  • Team worker with strong communication skills (written and oral);


  • College degree in Computer science;
  • Minimum of two (2) years of experience as a computer technician and/or customer service agent;
  • Knowledge of ZenDesk, Jira or other CRM tools;
  • Bilingual – written & spoken (French & English). Italian is also an asset;

Working conditions:

  • Work Schedule: varies on rotation between 8:30 AM and 8:00 PM;
  • Availability 24/7 including weekend, in rotation with the other members of the team;

With 500+ employees in Canada, the United States and Europe, Mediagrif’s mission is to provide a work environment that focuses on creativity, flexibility and collaboration.

How do we do it?

We hire motivated, passionate team players who are not afraid to roll up their sleeves and who take pride in contributing to a common goal.

Our offer:

  • A flexible work schedule (37,5 hour/workweek) in a friendly and dynamic environment.
  • Competitive salaries, a comprehensive group insurance plan as of day-1 and access to an employer-sponsored share purchase plan.
  • In addition to your vacation weeks, we offer you two (2) personal days, five (5) sick days and you get to enjoy a well-deserved paid break during the holiday season.
  • Mediagrif is committed to its employees’ quality of life and health and offers free access to its fitness room. You prefer Nautilus Plus, Energy Cardio or Idolem Yoga? Our various corporate agreements will save you money!
  • You enjoy socializing? In addition to your daily activities, the social club organizes many activities such as brunches, cocktails, sports activities, etc.

Mediagrif, at a glance:

A well-established Quebec company since 1996, we’re experts in the development and operation of electronic business networks. Our mission is to offer innovative technological solutions that work!

Up for the challenge? Please submit your resume to:

Only selected candidates will be contacted,    but we thank you for your interest in the company. Mediagrif adheres to a program of equity and equality in employment.

Orckestra Montréal

1111, St-Charles Street West, East Tower Suite 255
Longueuil, Quebec
Canada J4K 5G4